Community Forum

Re: Close Caption Automatically Turns on While Steaming

Highlighted
Frequent Visitor

Re: Close Caption Automatically Turns on While Steaming

Does this with me, too. Annoying. Every channel change, have to turn CC off. Wasn't fixed in today's app update. Only started with the previous update. Nothing is turned on in Accessibility settings. I can't find any way to turn this off overall. 

If this is a bug, they should fix it. If a "feature", it is an unwelcome one.

 

Mike

Highlighted
Expert

Re: Close Caption Automatically Turns on While Steaming


@Mike184 wrote:

Does this with me, too. Annoying. Every channel change, have to turn CC off. Wasn't fixed in today's app update. Only started with the previous update. Nothing is turned on in Accessibility settings. I can't find any way to turn this off overall. 

If this is a bug, they should fix it. If a "feature", it is an unwelcome one.

 

Mike


did you go to https://www.xfinity.com/stream/settings/accessibility and switch the toggle to off for closed captioning?



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Frequent Visitor

Re: Close Caption Automatically Turns on While Steaming

I did, it was already off. As others have said, this just came up with the app update before today's. I've made no changes to any settings, on iPad, iPhone, or in the xfinity streaming app. CC just comes on any time streaming changes, such as changing a channel, or even if streaming stops for a moment, such as if you take an AirPod out of your ear for a moment. Personally, think it's a bug.

 

Mike

Highlighted
Expert

Re: Close Caption Automatically Turns on While Steaming

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Official Employee

Re: Close Caption Automatically Turns on While Steaming

Hi @Mike184

 

Thanks for using the Xfinity Forum to share your experience with the closed captioning on the Stream app. I'd be happy to complete some troubleshooting to help get this resolved.  Can you please send me a private message with your first and last name, and the numbers associated with your address? To send a private message, click on "ComcastChe" and then click send a message.  


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Frequent Visitor

Re: Close Caption Automatically Turns on While Steaming

Update: I have two iPads, and only one has the closed captioning problem.

 

The one where closed captioning comes on when changing channel or stopping streaming: iPad Pro, 12.9 inch, first gen, iPadOS 13.5.1 and iPadOS 13.6. Was not fixed updating the OS.

 

The one where closed captioning seems to work as expected (doesn't come on unless directed): iPad Pro, 11 inch, second gen, iPadOS 13.6.

 

Both have the latest update of the Stream app on both iPads.

 

Hope this helps.

 

Mike